Page 109 - English for Front Office
P. 109
5. Ask guest whether he / she would like to make a alternate
reservation
6. Ask the reason why guest cancel their reservation.
7. Explain that guest that his/her reservation is nonrefundable.
8. Record the reason for cancellation on PMS.
9. Provide the cancellation number to the guest
10. Do not forget to say thank you to the guest for confirming
the cancellation in advance.
Task 5
Work in pair (Student A and B). Explain your text to the other.
Task 6
Answer the following questions
(Student A).
1. What is the appropriate timeframe for customers to notify
us of a cancellation, and how should we handle last-
minute cancellations?
2. Should we offer alternatives to cancellations, such as the
option to change reservation dates or receive credit for
future bookings?
3. How can technology be leveraged to streamline the
cancellation process and make it more convenient for
customers?
4. What are the legal and regulatory considerations in our
industry that impact our cancellation policies?
5. Are there circumstances where we should waive
cancellation fees or provide full refunds, such as in cases
of emergencies or unforeseen events?
